SUMMARY

• 7 Years of experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• 3+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Experience in designing, developing & administering ITSM suite of applications, AR System 7.x, Asset Management, SLM 7.X and WebServices.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications
• Strong technical knowledge of AR System Platform and ITSM Products(Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE)
• Having experience in developing Web applications using Java & J2EE technologies based on in-depth knowledge of Object Oriented Programming and Web Programming.
• Proficient in Design and Development of User Interfaces using HTML, CSS, Servlets and JSP proficient in programming using JSP.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Have good experience on Agile scrum methodology.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

TECHNICAL SKILLS

Products: Service Now, BMC Remedy ARS, BMC Remedy ITSM BMC Atrium CMDB 7.5,Java,JavaScript.

Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x/ 7.x), BMC Service Request Management 7.6, HP DDM (Discovery and Dependency Mapping), BMC ADDM, xMatters

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON

Reporting Tools: Crystal Reports 9, Remedy Reports

Technologies: Java Script, HTML, VB,Ajax,Agile.

Databases: Oracle 8, 9, 10g, Ms Access, Ms Sql Server.

Operating Systems: Solaris, Windows, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Middletown,NJ

ServiceNow Developer/Admin

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities (Dev to QA, QA to Prod)
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON

Confidential, San Rafael, CA

ServiceNow Developer

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Developsconversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Angular JS,Web Services, XML, DHTML, JQuery, JSON

Confidential, El Segundo, CA

ServiceNow Developer/Admin

Responsibilities:

• Involved in technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.ß
• Worked on Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
• Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization. worked on various front end forms, and associated Client Scripts, JavaScript, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Involved in Creating new groups and adding users to the groups in ServiceNow.

Environment: Remedy ServiceNow Calgary/Berlin/Aspen,Windows2005,Sql*Loader, Import/Export.

Confidential, Orlando, FL

Java Developer

Responsibilities:

• I worked on several of the UI's for the Walt Confidential World Parks and resorts. The applications are implemented using a JSF framework for the front end and Java web services (Soap) and Restful Services for the backend business logic.
• I strive to be agile helping others when needed as well as being proactive trying to locate and resolve problems quickly.
• Developed new java functionality for the American Disabilities Act (ADA) requirements on Confidential LILO resort application.
• Implemented several functionality changes on the Magical Celebration application including Hibernate query performance enhancements.
• Coded several new screens using the JSF technology and used Java for the business logic functionality for a major upcoming LILO application release

Environment: Oracle 10g, Web Logic 12.1, JDeveloper, Java/J2EE, Struts 2, XML,XSLT, Maven, Hibernate, SOAP, JAXB, Soap UI, JSF rich faces.

Confidential

Java Developer

Responsibilities:

• Designed and implemented User management and Reports management modules in Eclipse3.0.
• Implemented the user interface for the User management such as add user, delete user, modify user.
• Implemented the Business logic using JSP, JSTL, Java Beans, and Service Classes.
• Implemented the UI using Java Server Pages, HTML and CSS.
• Implemented user and Client Side validation using Java Scripts.
• Created web pages using spring MVC Framework
• Created Database Triggers, Stored Procedures and functions using PL-SQL.
• Developed unit test cases using JUnit
• Deployed the application in Apache Tomcat 6.0.18 web server.

Environment: Java, Servlets, JSPs, Struts 1.3, MySQL, SOAP, Apache Tomcat web server, JSON, JDBC, JUnit, HTML, XML, hibernate, Java Script, CSS, Agile Environment.

Confidential, Tukwila, WA

BMC Remedy Developer

Responsibilities:

• Played the role of a Implementer of entire Remedy ARS & ITSM suites
• Worked on Multiple High Availability environments with multiple AR servers with shared database.
• Integration with LDAP Active directory & auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE,
• SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
• Standard ITSM Configuration, SLA Configuration, Email Configuration
• Involved in Developing the Forms, Workflows & Building Applications.
• Using the AR Migrator tool to deploy objects from the Development to UAT and UAT to Production.

Environment: Remedy ARS 7.1, Midtier 7.1, Approval Server 7.1, Assignment Engine 7.1, CMDB 2.0, Service Desk 7.0.3 Change Management 7.0.3 SLM 7.0.3, Sun Solaris10, Oracle 10g.